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Set up a plan with tasks and milestones

CSM · Admin · OM4 min read

Last verified 2026-09-17

Create onboarding and project plans, organize tasks into milestone phases, track schedule health, and assign internal and customer owners.

Before you start

  • ValueRamp CSM, Admin, or OM role
  • An active customer account

Overview

Setting up a structured plan with phases, milestones, and actionable tasks is central to driving rapid time-to-value for new customer accounts. ValueRamp's plan architecture (/plans/[id]) gives customer success managers, onboarding managers, and customer sponsors shared visibility into project delivery timelines.

Plans can be created from scratch or instantiated from standardized workspace templates, ensuring operational consistency across your entire team.

Phase & Milestone Hierarchy

Effective customer plans decompose complex implementations into manageable sequential milestones:

  • Phases: Distinct chronological stages of the customer journey, named per plan (for example Discovery & Design, System Configuration, Enablement, and Launch). Selecting a phase in the left navigation filters the workspace to its specific deliverables; a phase can be signed off as a whole.
  • Milestones: Tasks flagged Milestone? Yes — the delivery checkpoints. Completing a final-launch milestone records the plan's go-live date.
  • Tasks: Granular operational action items assigned to specific individuals with explicit due dates and priority classifications.

Task Assignment and Accountability

Every task in a plan enforces mutual accountability across organizational boundaries:

  • Cross-Functional Owners: Each task has an owner side — Internal, Customer, or Both — and a named internal owner; priority is High, Medium or Low.
  • Dynamic Statuses: Tasks move through Pending, In Progress, Done, or Blocked. Flagging a task as blocked immediately surfaces an alert in the Blocked Tasks queue.
  • Multi-View Flexibility: Switch between high-density tabular List view, operational Board view, and visual timeline Gantt view to accommodate team preferences.
Account Plans screen displaying existing plans, filter bar, and the New plan button

1 / 5Open the account Plans tab and click New plan to initialize an engagement

Steps

  1. Open the account Plans tab and click New plan to initialize an engagement

    Account Plans screen displaying existing plans, filter bar, and the New plan button

  2. Configure target launch dates, tracking checkpoints, and schedule health indicators

    Plan header bar showing target date, tracking date, schedule status, and progress

  3. Structure delivery phases using the sidebar and click New phase to add milestones

    Phases navigation sidebar showing sequential phases and the New phase button

  4. Toggle between List, Board, and Gantt views, and click Add task to create action items

    Plan toolbar with view toggles, Add task button, and milestone sign-off controls

  5. Assign task owners, configure due dates, and specify priority levels

    Tasks table displaying task name, owner, due date, status menu, and priority

Common questions

What does the Schedule indicator (Green, Amber, Red) mean?

The Schedule indicator reflects whether the final task in the plan is due on or before the target launch date (Green), runs over by a grace period defined in workspace settings (Amber), or exceeds the acceptable delay threshold (Red).

What is the difference between an Onboarding plan and a Project plan?

Onboarding plans drive initial customer go-live and directly control lifecycle phase progression from Onboarding to Adoption. Project plans manage ongoing technical initiatives, upgrades, or expansion work.

Can customer stakeholders complete tasks directly?

Yes. When a task's owner side is Customer or Both, a customer contact with portal access sees it on their plan view and can mark it done; they can also sign off a phase. There is no file upload on a task.

What does 'Sign off' on a milestone do?

Sign-off is per phase: Sign off on a phase header (then Confirm sign-off?) marks every task in that phase as signed off and recalculates plan health. It gates nothing and does not move the account; the phase shows ✓ Signed off. A milestone is a yes/no flag on a task — completing a final-launch milestone records the plan's go-live date.

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